Patient Experience Excellence

Patient Experience Excellence –  an outcome where every step in the process and everyone involved adds value.  Reflects the culmination of occurrences and events that happen independently and collectively across the continuum.   It is more than satisfaction alone.   Embedded within Patient Experience is focus on individualized care & tailoring of services to meet patient needs & engage them as partners in their care.  It refers to the quality and value of all interactions - direct and indirect, clinical and non-clinical spanning the entire duration of patient/provider relationship.  It is integrally tied to the principles and practice of patient and family centered- care.  It is strongly tied to patient's expectations and whether they were positively realized.